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Timico Technology Services: Becoming Certified As A ‘Pro-Active’ Service Desk

About Timico Technology Services

Timico Technology Services (TTS) excel in superior IT support and managed IT services providing full end-to-end solutions as part of Timico Technology Group. TTS support around 5000 users and 80 customers, ranging from SMB through to mid-market and enterprise accounts. Currently located in Reading and central London, the teams are split into 1st, 2nd and 3rd line (escalations) dealing with in excess of 5000 requests and incidents per month.

The Challenge

Deliver seamless services to customers

TTS has grown from being a dedicated support partner into an end-to-end Managed Service Provider, following an acquisition in 2015. TTS now offer many additional services to their customers including a wholly owned data centre. They wanted to ensure that after a period of change they could still deliver services as seamlessly as possible and allow their customers to focus on their own business and growth.

“Our goal is to always improve and find new ways of working. We now know the areas we are good at and the areas we need to continue to focus on.”

The Solution

Service Desk Certification

TTS took the decision to pursue Service Desk Certification in late 2014 with the objective of having an external recognised body validate and help promote their services to future customers. The process of preparing for audit took several months longer than anticipated as TTS recognised the need to re-evaluate ways of working and improve document processes that hadn’t previously been formalised. TTS reached their target of achieving certification in 2016.

“The SDI audit team had such passion. They were always available to offer help and advice and were extremely professional.”

The Results

Added value for customers

By working through certification TTS were able to fully understand where they were performing well and the areas that they needed to continue to focus on and improve. As a result of aligning to the Service Desk Certification Standard, staff have seen their career development plans become more structured and will start to benefit from a more consistent approach to how customer information is captured and stored. Better processes have also allowed the team time to focus on areas that will add more value to customers.

“Our customers will always demand more and we need to be there ready for them!”